Product Support Specialist

Summary

Join our team at Thoropass as a Support Specialist and provide enterprise-level assistance to our compliance experts and customers, working remotely.

Requirements

• Passionate about delivering an exceptional customer experience
• Maintain composure and calm demeanor in high-stress situations while maintaining focus to resolve the issue as efficiently and effectively as possible
• Strong verbal and written communication skills
• 2+ years of working experience, ideally in a product support role
• Experience creating training materials and also leading training sessions for internal and external teams
• Technical competence with Gsuite and web tools
• Familiarity using Jira and Jira Service Desk, or equivalent
• Adapt quickly to changing priorities and customer needs
• Proven ability to collaborate with cross-functional partners to improve delivery for internal and external customers
• Curiosity to find creative solutions to problems and doggedness to enact that solution

Responsibilities

• Provide enterprise-level assistance to our compliance experts and customers
• Diagnose and troubleshoot issues that arise and escalate as needed
• Communicate best practices for Thoropass software to customers
• Ensure customers have the most up-to-date information about compliance
• Have primary responsibility for any issues in at least one area of the product
• Use technical abilities to identify systemic issues and drive resolutions through engineering
• Make the team better through documentation, handbooks, and best practices
• Give customers a way to help themselves through customer-facing articles
• Own issue resolution metrics for your issues

Benefits

• Competitive base salary
• Early equity in a fast-growing company
• Work-from-home model
• Unlimited PTO
• Home office equipment
• Monthly wellness and home Wi-Fi stipend